Sequential presentation of long instructions in an interactive voice response system

ABSTRACT

An interactive voice response system that allows a caller to perform a series of sequential tasks based on an instruction set. The caller is queried after each instruction to ensure that the caller has successfully completed all of the steps. Additionally, provisions are provided to automatically pause the instruction set and present reminders to the caller. Further the caller may elect to repeat instructions, back up the instruction set, receive additional details, transfer to a service representative, or receive summary information.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention relates to the field of telecommunications. Moreparticularly, the present invention relates to an interactive voiceresponse (IVR) system for managing customer calls.

2. Acronyms

The written description provided herein contains acronyms which refer tovarious telecommunications services, components and techniques, as wellas features relating to the present invention. Although some of theseacronyms are known, use of these acronyms is not strictly standardizedin the art. For purposes of the written description herein, acronymswill be defined as follows:

Dual Tone Multi Frequency (DTMF)

Interactive Voice Response (IVR)

3. Description of Background Information

Many companies utilize IVR call management systems in order to handleand route incoming telephone calls. This is especially true for callsnot requiring a live operator to assist the caller. IVR systems havebeen phenomenally successful and enjoy widespread use because theygenerate enormous cost savings at customer call centers, due to areduction in required staff.

Conventional IVR systems are well-suited to providing small amounts ofinformation to a user in real-time. However, conventional IVR systemshave shortcomings, particularly with respect to larger amounts ofinformation or instruction sets longer than one or two sentences. Theprimary reason for this shortcoming is the short-term memory andcognitive limitations inherent in the average caller. That is, mostcallers are not well adapted to remembering long strings of information(e.g., a long sequential recitation of tasks) presented in a shortperiod of time, especially when sequence-specific procedures arepresented. Further, conventional IVR systems require the caller toremember various navigational control keys, i.e., forward, backward,repeat, continue, etc. Moreover, conventional IVR systems lack theability and flexibility to present long, detailed sequentialinstructions sets to a caller in a manner suitable to the averagecaller's cognitive capabilities. Further, conventional IVR systems alsoassume that the caller has performed a particular step correctly.Successive steps may be impossible to perform when a previous step hasbeen performed incorrectly. This approach may lead to customerfrustration and dissatisfaction.

As a result, it would be desirable to have a IVR system that would allowa caller to perform a series of sequential tasks, based on aninstruction set, at the caller's own pace. The present inventionovercomes the problems associated with the prior art.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention is further described in the detailed descriptionthat follows, by reference to the noted plurality of drawings by way ofnon-limiting examples of embodiments of the present invention, in whichlike reference numerals represent similar parts throughout several viewsof the drawings, and in which:

FIG. 1 is an exemplary flowchart diagram of IVR call processing,according to an aspect of the present invention;

FIG. 2 is an exemplary flowchart diagram of sub-instruction callprocessing, according to an aspect of the present invention;

FIG. 3 is an exemplary flowchart diagram of pause branch callprocessing, according to an aspect of the present invention

FIG. 4 an exemplary flowchart diagram of detailed instruction branchcall processing, according to an aspect of the present invention;

FIG. 5 is an exemplary flowchart diagram of task correct completionbranch call processing, according to an aspect of the present invention;

FIG. 6 is an exemplary flowchart diagram of backup branch callprocessing, according to an aspect of the present invention;

FIG. 7 is an exemplary flowchart diagram of service representativebranch call processing, according to an aspect of the present invention;

FIG. 8 is an exemplary flowchart diagram of a call, processed accordingto an aspect of the present invention;

FIG. 9 is an exemplary flowchart diagram of a sub-instruction routine ofa call, processed according to an aspect of the present invention;

FIG. 10 is an exemplary flowchart diagram of another sub-instructionroutine of a call, processed according to an aspect of the presentinvention;

FIG. 11 is an exemplary flowchart diagram of another sub-instructionroutine of a call, processed according to an aspect of the presentinvention;

FIG. 12 is an exemplary flowchart diagram of a detailed instructionsbranch routine of a call, processed according to an aspect of thepresent invention;

FIG. 13 is an exemplary flowchart diagram of another sub-instructionroutine of a call, processed according to an aspect of the presentinvention;

FIG. 14 is an exemplary flowchart diagram of another sub-instructionroutine of a call, processed according to an aspect of the presentinvention; and

FIG. 15 is an exemplary flowchart diagram of a task correct routine of acall, processed according to an aspect of the present invention.

DETAILED DESCRIPTION OF THE EMBODIMENTS

In view of the foregoing, the present invention, through one or more ofits various aspects and/or embodiments is thus presented to provide aninteractive voice response (IVR) system for managing customer calls.

Accordingly, one aspect of the present invention is to provide a methodfor sequentially presenting instructions in a telephone call placed toan IVR system of a customer service center. The method includesreceiving a call from a caller, presenting a main menu to the callerthat includes multiple messages in which each message represents aprocedure, and prompting the caller to select from one of the main menumessages. The method further includes presenting a sequence ofinstructions to the caller according to the caller's main menuselection, in which each instruction identifies a task to be performedby the caller that is distinct from interaction with the IVR system andwherein the tasks collectively constitute the procedure. The sequence ofinstructions are automatically paused after each instruction for apredetermined amount of time so as to permit the caller to perform thetask identified in an instruction. Then, the caller is queried aftereach instruction as to whether the caller has performed the taskidentified in the instruction.

The method may further include periodically re-presenting theinstruction to the caller until the caller indicates that the caller hasperformed the task identified in the instruction. Also, the method mayinclude transferring the caller to a service representative after theinstruction has been re-presented to the caller for a predeterminednumber of times. The sequence of instructions may be paused at thecaller's request.

A summary of the sequence of the instructions may be presented to thecaller immediately after the caller's selection, after the sequence ofinstructions has been presented to the caller, or immediately after thecaller's selection and after the sequence of instructions has beenpresented to the caller.

The method may include presenting a previously presented instruction tothe caller in response to a caller's indication that the caller has notperformed the task identified in the previously presented instruction.Further, additional information associated with the instruction may bepresented to the caller upon the caller's request, which is followed bya recommencement of the sequence of instructions.

The method may include querying the caller after the caller indicatesthat the caller has performed a task identified in the instruction as towhether the task identified in the instruction was performed correctly.The instruction may be represented to the caller in response to thecaller's indication that the task identified in the instruction was notperformed correctly. Further the caller may be queried as to whether theprocedure was performed correctly. The sequence of instructions may bere-presented to the caller in response to the caller's indication thatthe procedure was not performed correctly.

The method may also include transferring the call from a position in thesequence of instructions to a service representative and transferringthe call back to the position in the sequence of instructions.Alternatively, the method may include transferring the call from aposition in the sequence of instructions to a service representative andtransferring the call back to a location in the sequence of instructionsother than the position.

Further, the method may include re-presenting a previously presentedinstruction to the caller in response to the caller's request receive apreviously presented instruction. Also, the method may includere-presenting a previously presented instruction to the caller, asrequested by the caller during a recitation of previously presentedinstructions. The method may further include presenting the caller withtroubleshooting information in response to the caller's request fortroubleshooting information.

Accordingly, another aspect of the present invention is to provide asystem for receiving telephone calls at a customer service center. Thesystem includes an IVR unit that presents a main menu of messages to acaller, presents a sequence of instructions to the caller andautomatically pauses the sequence of instructions after each instructionby a predetermined amount of time so as to permit the caller to performa task identified in an instruction that is distinct from interactionwith the IVR. The IVR unit queries the caller after each instruction asto whether the caller has performed the task identified in theinstruction. Each main menu message represents a procedure and eachinstruction identifies a task to be performed by the caller.

The system may include a component that transfers a call from a positionin the sequence of instructions to a service representative andtransfers the call back to the position in the sequence of instructions.Further, the system may include a component that transfers a call from aposition in the sequence of instructions to a service representative andtransfers the call back to a location in the sequence of instructionsother than the position.

Accordingly, another aspect of the present invention is to provide acomputer readable medium for storing a computer program that processes atelephone call in an IVR system. A presenting source code segment isprovided that presents a main menu of messages to a caller and presentsa sequence of instructions to the caller in which each instructionidentifies a task distinct from interaction with the IVR system. Apausing source code segment is provided that pauses the sequence ofinstructions after each instruction for a predetermined amount of timeso as to permit the caller to perform a task identified in aninstruction A querying source code segment is also provided that queriesthe caller after each instruction as to whether the caller performed thetask identified in the instruction.

The presenting source code segment may periodically re-present theinstruction to the caller until the caller indicates that the caller hasperformed the task identified in the instruction. Also, a transferringsource code segment may be provided that transfers the call to a servicerepresentative after the instruction has been re-presented to the callerfor a predetermined number of times. Further, the pausing source codesegment may pause the sequence of instructions in response to thecaller's command to do so.

The presenting source code segment may present a summary of the sequenceof the instructions to the caller immediately after the caller'sselection, after the sequence of instructions has been presented to thecaller, or immediately after the caller's selection and after thesequence of instructions has been presented to the caller.

Further, the presenting source code segment may present a previouslypresented instruction to a caller in response to a caller's indicationthat the caller has not performed the task identified in the previouslypresented instruction. Also, the presenting source code segment maypresent additional information associated with the instruction inresponse to the caller's request for additional information, followed bya recommencement of the sequence of instructions.

The querying source code segment may query the caller, after the callerindicates that the caller has performed the task identified in theinstruction, as to whether the task identified in the instruction wasperformed correctly. Further, the presenting source code segment mayre-present the instruction to the caller in response to the caller'sindication that the task identified in the instruction was not performedcorrectly.

Also, the querying source code segment may query the caller as towhether the procedure was performed correctly. Further, the presentingsource code segment may re-present the sequence of instructions to thecaller in response to the caller's indication that the procedure was notperformed correctly.

Further, a transferring source code segment may be provided thattransfers the call from a position in the sequence of instructions to aservice representative and transfers the call back to the position inthe sequence of instructions. Alternatively, a transferring source codesegment may be provided that transfers the call from a position in thesequence of instructions to a service representative and transfers thecall back to a location in the sequence of instructions other than theposition.

Still further, the presenting source code segment may re-present aninstruction to the caller in response to the caller's command to receivea previously presented instruction. Also, the presenting source codesegment may re-present a previously presented instruction to the caller,as requested by the caller during a recitation of previously presentedinstructions.

The present invention relates to an IVR system that allows a caller toreceive a sequence of instructions and perform the instructed steps atthe caller's own pace. Customers often have difficulties when performingcomplex tasks, e.g., installing computer hardware and/or software. Someof the difficulties arise from inexperience on the part of the customer.Other times, the problems are associated with the customer's equipment.In any event, customers may require detailed, sequential instructions inorder to performing various procedures. This is especially true withrespect to computer and telecommunications applications. Unfortunately,instructions in these disciplines tend to be long. Moreover, customerswill undoubtedly have questions and make mistakes. As a result, acertain amount of hand-holding is necessary, while not frustratingexperienced customers or creating excessively long IVR calls.

In one embodiment, the IVR system employs, as a non-limiting example,the Nortel Networks Periphonics Voice Processing Series InformationServer VPS/is2 model. The IVR call management system may use PeriphonicsOperating System 5.3-1 (or higher version) running on a Sparcworkstation available from Sun Microsystems, Inc. The Sparc workstationmay be equipped, for example, with Sun Operating System 5.6 (or higherversion). Other systems can also be equipped without deviating from thescope and spirit of the present invention.

FIG. 1 is an exemplary flowchart diagram of IVR call processing,according to an aspect of the present invention. At step s2 a call isreceived and a greeting is presented or played to the caller. At steps4, a main menu is played to the caller, requesting that the callerselect from a plurality of choices, e.g., various procedures, one ofwhich the caller wishes to undertake. The number and type of choicesthat may be used in the main menu is virtually unlimited; however, forthe sake of illustration, the caller may be presented with the followingthree representative menu messages in the main menu: For x procedure,select 1; For y procedure, select 2; For z procedure, select 3. At steps6, the caller makes a selection from the main menu, selecting either 1,2, or 3 representing procedures x, y, or z, respectively. After thecaller makes a selection from the main menu, an overall summary ofinstructions may immediately be provided that allows the user todetermine if they are receiving the correct instructions. Further, itassists the user in determining if they wish to proceed with the currentinstructions. A decision step (not shown) may be provided that wouldallow the caller to return to the main menu at step s4 or exit thesystem and disconnect the call.

Next, the caller is presented with an instruction set comprising aseries of sub-instructions (i.e., tasks), e.g., represented by a, b, c,d, e, . . . . If procedure x is chosen by the caller, main menu variable“MM” is set to x (i.e., MM=x) and sub-instruction Identification “SI ID”is set to “a” (i.e., SI ID=a), at step s8. The variables MM and SI IDare used by the IVR system to determine which messages to present to thecaller. At step s10, sub-instruction “a” is played to the caller. Atstep s12, MM=x and SI ID=b. Thus, at step s14 sub-instruction “b” isplayed to the caller. At step s16, MM=x and SI ID=c. As a result, atstep s18 sub-instruction “c” is played to the caller. At step s20, MM=xand SI ID=d. Accordingly, at step s22 sub-instruction “d” is played tothe caller. Recitation of the sub-instructions proceeds in this fashionuntil all of the sub-instructions have been presented.

After all of the sub-instructions have been presented and successfullyperformed, the caller can elect to receive a summary of all of thesteps, in order to ensure that all of the steps have been completed. Ifthe user is uncertain about successful completion of any or all of thesteps recited in the summary, they would be provided an opportunity toreturn to any point in the instruction set. Thus, the caller may receivea summary of the instructions before and/or after performing the steps.In FIG. 1, the caller has elected to receive an instruction recapsummary. At step s24, an instruction recap is played to the caller. Atstep s26, the caller may elect to exit the system at step s28 byselecting “1”, or return to the main menu at step s4 by selecting “2”.

FIG. 2 is an exemplary flowchart diagram of sub-instruction callprocessing. Continuing the flow of FIG. 1, a sub-instruction ispresented to the caller at steps s10, s14, s18, s22. Eachsub-instruction provides only a small amount of information at a time tocallers. That is, the amount of information presented does not exceedthe caller's memory and cognitive abilities. In addition, the systemautomatically pauses after each instruction is provided, in order toallow the caller time to perform the recited task, e.g., reboot thecomputer.

After the sub-instruction is presented to the caller, the caller mayinput a dual tone multi frequency (DTMF) command, by pressing a key, atstep s30 for various options, based upon prompting by the system. Theprompting may be provided prior to any sub-instructions are presented,especially if the sub-instructions are relatively short. Alternatively,the prompting may be included at the end of each sub-instruction. In anyevent, exemplary prompting may advise the caller to select “0” to pause,select “1” to un-pause, select “2” to repeat the instruction, select “3”to return to the main menu, and select “4” to receive detailedinstructions. If the caller selects “0”, the instruction set is paused(step s32) as will be discussed below. If the caller selects “1”, thepause command is canceled (step s34). If the caller selects “2”, theprevious instruction is repeated (step s36). If the caller selects “3”,the caller is returned to the main menu at step s4 (step s38). If thecaller selects “4”, detailed instructions are presented to the caller aswill be discussed below (step s40). If no command is entered by thecaller, processing continues at step s42.

At step s42, the caller is queried as to whether the task was completed(e.g., “Done yet?”). The prompt will be repeatedly presented to thecaller at predetermined intervals (e.g., every 5 seconds) in a loopingfashion, giving the caller sufficient time to perform the task. Therepeated prompting serves to keep the caller focused on the particulartask. It has been observed that persons performing tasks previouslyforeign to them are often times overwhelmed and may understandablyexhibit anxiety, tentativeness, and confusion. Hence, keeping the callerfocused is a key objective. Also, the repeated prompting serves as areminder of what task to perform in a series of tasks, making certainthat a step is not inadvertently omitted. The repeated prompting alsoincludes and serves as a checklist, should the user become distractedduring completion of a particular task.

If the “Done yet?” query is presented to the caller for a predeterminednumber of times (e.g., five times), it may be indication that the callerhas encountered a problem. Therefore, in an alternative embodiment, thecaller may be redirected to a service representative, for example, ifthe predetermined number of times condition is satisfied.

If the caller selects “1” at step s44 indicating the task was completed,call processing continues at a correct completion branch (i.e., taskcorrect) as will be discussed below (step s46). If the caller selects“2” at step s44, the sub-instruction is repeated to the caller and thecaller remains in a sub-instruction loop (step s48). If the callerselects “3” at step s44, the caller is transferred to the main menu atstep s4 (step s50). If the caller selects “4” at step s44, theinstruction set is backed up to the previous instruction (step s52). Ifthe caller selects “5” at step s44, the call completion prompt loopcontinues and the “Done yet?” prompt is repeated (step s54). If thecaller selects “6” at step s44, the call is transferred to a servicerepresentative, as will be discussed below (step s56).

Referring to an earlier point in FIG. 2, if the caller selects “0” atstep s30, processing continues at a pause branch (step s32), as will bediscussed with reference to FIG. 3. FIG. 3 is exemplary flowchartdiagram of pause branch call processing. The system permits the user tomanually pause the instruction set to accommodate unanticipatedinterruptions, collect one's composure, reflect on the procedure, etc.At step s58, the caller is presented with an un-pause query, asking thecaller whether they would like to unpause the instruction set andadvising the caller which sub-instruction has been paused. If the callerselects “1” at step s60, processing is un-paused and the caller returnsto processing at FIG. 1 (step s30). If the caller selects “2” at steps60, the instruction is repeated (step s36). Complex instructionsfrequently require multiple presentations to be well understood by theuser. This is particularly true with respect to inexperienced personsperforming a series of tasks for the first time. As a result, theinstructions of the present invention are divided up into smaller bitsof information that are manageable, matching human memory capabilities.Notwithstanding this division of information, users may requireinstructions to be repeated, possibly multiple times. For instance, thecaller may become distracted and not hear a task, or merely may notcomprehend an exacting task.

If the caller selects “3” at step s60, the pause branch processingcontinues (step s32) and the caller is prompted at a predeterminedintervals (e.g., every 5 seconds) as to whether they would like tounpause the system. As explained, the pause branch processing continuesuntil the caller exits the loop by selecting “1” or “2”.

Referring to FIG. 2, if the caller selects “4” at step s30, processingcontinues at a detailed instructions branch, as will be discussed withrespect to FIG. 4. FIG. 4 is exemplary flowchart diagram of detailedinstruction branch call processing. As discussed, since the IVR systemis designed for both novice and experience users, certain instructionsmay require elaboration. Accordingly, optional instructions are providedthat present additional, detailed information regarding a particulartask. For example, the prompt might recite “Press 1 when you arefinished installing the software. If you need more detailed informationinstructions on how to install the software, press 2”. If the user isexperienced in software installation, the user could select “1” andcontinue with the next task in the sequential instruction set.Conversely, if the user was uncertain of how to install the software,they could select “2”, at which point they would be directed to asub-instruction set detailing the software installation process. In thiscase, when the sub-instruction process is complete, the user wouldreturn to the next sequential instruction. At step s62, detailedinstructions associated with the sub-instruction are presented to thecaller. At step s64, the caller is prompted to select “1”, which willreturn the caller to step s30. If the caller selects “2” at step s64,the detailed instructions are repeated at step s62. If the callerselects “3” at step s64, the detailed instructions are paused (step s68)and the call flow continues at pause branch step s58. If the callerselects “4”, the pause loop is interrupted, the detailed instructionsare restarted (step s70), and the user is returned to step s62.

Referring to FIG. 2, if the caller selects “1” at step s44, processingcontinues at a correct completion branch (step s46), as will bediscussed with respect to FIG. 5. FIG. 5 is an exemplary flowchartdiagram of correct completion branch call processing. The system doesnot assume that the user performed the instruction correctly. As aresult, at step s72 the caller is prompted with a correct completionquery, asking the caller whether the sub-instruction was completedcorrectly (e.g., “Was the sub-instruction accomplished correctly?”). Atstep s74, if the caller selects “1”, call processing continues at steps44. If the caller selects “2”, call processing is sent to atroubleshooting branch (step s76). The troubleshooting branch willprompt the caller to choose from a plurality of options in attempt toillicit the nature of the caller's problem. A solution instruction ispresented to the caller, based upon the option selected. The caller willremain in a loop until the caller indicates that the problem isresolved, or the caller requests a transfer to a service representative.Once the caller's problem has been resolved, processing will continuewith the next sequential instruction. If the caller selects “3”,indicating that correct completion was not achieved, the sub-instruction(step s10, s14, s18, or s22) is repeated.

Rather than, or in addition to, querying the caller after eachsub-instruction as to whether the task was performed correctly, thecaller may be queried after the entire procedure is completed (e.g.,“Was the procedure a success?”). In this case, if the caller selects“1”, the system begins the exiting procedure and the call isdisconnected. If the caller selects “2”, call processing is sent to atroubleshooting branch. If the caller selects “3”, the entire set ofsub-instructions is re-started, so that the caller may trace all of thesteps.

If the caller selects “4” at step s44, the call is backed up. FIG. 6 isan exemplary flowchart diagram of backup branch call processing.Frequently, a user does not realize that an error has been made in aprevious step until the user reaches a subsequent step. This isespecially the case when a long list of instructions is presented. Withwritten instructions, the user may simply re-read the previousinstructions. However, such is not the case with an IVR. Accordingly,the caller is permitted to sequentially move back up the instructionchain, with prompts informing the caller of where they are in the set ofinstructions. For example, when maneuvering backward, the system advisesthe user “This step tells you how to install a modem, the previous steptells you how to remove a computer case”, etc. That is, at step s44, theuser selected “4” to backup the menu. Accordingly, previously presentedsub-instructions (steps s76, s78, s80, . . . ), or summaries thereof,begin playing to the user. The user may then go directly to asub-instruction by, for example, selecting “#”. Alternatively, a promptmay advise the caller “Now that the software is installed, reboot yourcomputer. If you haven't installed the software yet, press “#” to goback to that step”.

If the caller selects “6” at step s44, the call is transferred to aservice representative. FIG. 7 is an exemplary flowchart diagram ofservice representative branch processing. Sometimes, situations arisethat are not covered in the instructions. As a result, a caller mayselect an option to transfer the call to a live service representative.When the caller selects this option, the system removes the caller fromthe IVR and transfers them to a service representative. In IVR systemshaving the capability, a variable representing the caller's location inthe IVR instruction set is saved and sent to the service representativeat step s82 when the call is transferred. For example, the variable maybe populated with “3a”, indicating that the caller was at step 3 a inthe instruction set before the transfer. As a result, the servicerepresentative can, for example, receive the caller's “state”information on a monitor via telephone, or other device. In capablesystems, after assisting the caller at step s84, the servicerepresentative can transfer the caller back into the IVR at the placewhere the caller exited the IVR. In this case, the variable “3a” wouldbe passed back to the IVR by the representative at step s86. Optionally,the service representative could send the caller back to the IVR at anyplace in the instruction flow, by sending a variable of choice,representing a step in the instruction set, to the IVR at step s86.

FIG. 8 is an exemplary flowchart diagram of a call processed in the IVRsystem, according to an aspect of the present invention. A caller's callis received and a greeting is played to the caller at step s1. At steps3, a main menu is played to the caller. For example, the caller ispresented with the following main menu options: “For installing anetwork card, press 1”; “For installing PPPoE software, press 2”; andFor installing a USB modem, press 3”. In this exemplary embodiment, thecall flow will be discussed as if the caller elected to install anetwork card. However, it will be understood, that any of the choicesmade in the main menu will result in similar sub-instruction processing.

At step s5, the caller selects “1” from the main menu in order toreceive instructions on installing a network card. At step s7,sub-instruction “a” is presented to the caller instructing the caller,i.e., “Turn off the computer”. At step s9, sub-instruction “b” ispresented to the caller, i.e., “Open the computer case”. At step s11,sub-instruction “c” is presented to the caller, i.e., “Take the PCI slotcover out using a screwdriver”. At step s13, sub-instruction “d” ispresented to the caller, i.e., “Insert the card. Push firmly to ensurethat it is seated”. At step s15, sub-instruction “d” is presented to thecaller, i.e., “Put the cover back on and re-start the computer”. A step(not shown) may be provided giving the caller the option of receiving arecap of the instruction set. In FIG. 8, the caller automaticallyreceives a recap of the instruction set. Accordingly, at step s17, arecap of the instruction set is presented to the caller. At step s19,the exiting process begins and the call is disconnected at step s23.

FIG. 9 is an exemplary flowchart diagram of a sub-instruction routine ofa call processed in the IVR system, according to an aspect of thepresent invention. At step s7, sub-instruction “a” is presented to thecaller, i.e. “Turn off the computer”. The IVR system recognizes thatcaller may take some time to complete the sub-instruction. As a result,the call flow continues in a loop until the caller indicates completionof the sub-instruction. That is, the caller will be promptedperiodically (e.g., every 5 seconds), as to whether the caller hascompleted the sub-instruction, i.e., “Is the computer off yet?” (steps23). If the caller selects “1” (step s25), indicating that the computeris turned off, processing continues at sub-instruction “b” (step s9).Otherwise, the loop continues and the caller is prompted once again atstep s23.

FIG. 10 is an exemplary flowchart diagram of a sub-instruction routineof a call processed in the IVR system, according to an aspect of thepresent invention. At step s9, sub-instruction “b” is presented to thecaller, i.e, “Open the computer case”. After the sub-instruction ispresented to the caller, the caller may select “2” in thesub-instruction sub-menu (step s27) to repeat sub-instruction “b”. TheIVR system recognizes that caller may take some time to complete thesub-instruction. As a result, the call flow continues in a loop untilthe caller indicates completion of the sub-instruction. For example, thecaller will be prompted periodically (e.g., every 5 seconds), as towhether they have completed the sub-instruction, i.e., “Is the computeropen yet?” (step s29). If the caller selects “1” (step s31) indicatingthat the computer is open, processing continues at sub-instruction “c”(step s11). Otherwise, the loop continues and the caller is promptedonce again as to whether the computer is open (step s29).

FIG. 11 is an exemplary flowchart diagram of a sub-instruction routineof a call processed in the IVR system, according to an aspect of thepresent invention. At step s11, sub-instruction “c” is presented to thecaller, i.e., “Take the PCI slot cover out using a screwdriver”. Afterthe sub-instruction was presented to the caller, the caller selects “4”in the sub-instruction sub-menu (step s33). As a result, the caller ispresented with detailed instructions, as will be discussed with respectto FIG. 12.

FIG. 12 is an exemplary flowchart diagram of a detailed instructionssubroutine. At step s35, the caller is presented with detailedinstructions regarding removal of a PCI slot. For example, the caller ispresented with a prompt as follows: “There may be 3 kinds of slots usedin your computer to install new cards. You are looking for the PCI slot.It is usually white in color, and will be the middle size type”. Afterthe announcement, the caller is prompted to select “1” to return tosub-instruction “c” (step s39) or select “2” to repeat the detailedinstruction (step s37). Reference will now be made back to FIG. 11,indicating that the caller selected “1”.

The IVR system recognizes that caller may take some time to complete thesub-instruction. As a result, the call flow continues in a loop untilthe caller indicates completion of the sub-instruction. Referring toFIG. 11, the caller will be prompted periodically (e.g., every 5seconds), as to whether they have completed the sub-instruction, i.e.,“Is the PCI slot cover out yet?” (step s39). If the caller selects “1”(step s41), processing continues at sub-instruction “d” (step s13).Otherwise, the loop continues and the caller is prompted once again atstep s39.

FIG. 13 is an exemplary flowchart diagram of a sub-instruction routineof a call processed in the IVR system, according to an aspect of thepresent invention. At step s13, sub-instruction d is presented to thecaller, i.e., “Insert the card. Push firmly to ensure that it isseated”. The IVR system recognizes that caller may take some time tocomplete the sub-instruction. As a result, the call flow continues in aloop until the caller indicates completion of the sub-instruction.Referring to FIG. 13, the caller will be prompted periodically (e.g.,every 5 seconds), as to whether they have completed the sub-instruction,i.e., “Is the card inserted yet?” (step s43). If the caller selects “1”(step s45) indicating that the card is inserted, processing continues atsub-instruction “e” (step s15). Otherwise, the loop continues and thecaller is prompted once again at step s43 as to whether the card hasbeen inserted.

FIG. 14 is an exemplary flowchart diagram of a sub-instruction routineof a call processed in the IVR system, according to an aspect of thepresent invention. At step s15, sub-instruction “e” was presented to thecaller, i.e., “Put the cover back on and restart the computer”. The IVRsystem recognizes that caller may take some time to complete thesub-instruction. As a result, the call flow continues in a loop untilthe caller indicates completion of the sub-instruction. Referring toFIG. 14, the caller will be prompted periodically (e.g., every 5seconds), as to whether they have completed the sub-instruction, i.e.,“Is the computer restarted yet?” (step s47). If the caller selects “1”(step s49) indicating that the computer has restarted, processingcontinues at task correct branch. Otherwise, the loop continues and thecaller is prompted once again as to whether the computer has restarted(step s47).

FIG. 15 is an exemplary is an exemplary flowchart diagram of a correctcompletion sub-instruction routine of a call processed in the IVRsystem, according to an aspect of the present invention. After thecaller has performed each sub-instruction, the caller is prompted with aquestion formulated to ascertain whether the task was completedcorrectly (step s51). For instance, the caller may be prompted asfollows: “Did the computer display a Hardware Found screen?” If thecaller selects “1” at step s53, call processing continues with the nextsub-instruction, if appropriate. If the caller selects “2”, the calleris directed to a troubleshooting branch (step s55). If the callerselects “3”, the instant sub-instruction is repeated. Alternatively, asdiscussed previously, the entire set of instructions may be repeated.

As shown, the present IVR system allows a caller to perform a series ofsequential tasks based on an instruction set. The caller is queriedafter each instruction to ensure that the caller has successfullycompleted all of the steps for that instruction. Additionally, provisionis made to automatically pause the instruction set and present remindersto the caller. Further the caller may elect to repeat instructions, backup the instruction set, receive additional details, transfer to aservice representative, or receive summary information.

Although the invention has been described with reference to severalexemplary embodiments, it is understood that the words that have beenused are words of description and illustration, rather than words oflimitation. Changes may be made within the purview of the appendedclaims, as presently stated and as amended, without departing from thescope and spirit of the invention in its aspects. Although the inventionhas been described with reference to particular means, materials andembodiments, the invention is not intended to be limited to theparticulars disclosed; rather, the invention extends to all functionallyequivalent structures, methods, and uses such as are within the scope ofthe appended claims. For instance, it should be understood that callersmay select menu messages via any means including DTMF input or spokenword. Further, it is to be understood that the specific menu selectionsdiscussed herein (e.g., “press 1”) are representational in nature andthat any suitable selections may be employed.

In accordance with various embodiments of the present invention, themethods described herein are intended for operation as software programsrunning on a computer processor. Dedicated hardware implementationsincluding, but not limited to, application specific integrated circuits,programmable logic arrays and other hardware devices can likewise beconstructed to implement the methods described herein. Furthermore,alternative software implementations including, but not limited to,distributed processing or component/object distributed processing,parallel processing, or virtual machine processing can also beconstructed to implement the methods described herein.

It should also be noted that the software implementations of the presentinvention as described herein are optionally stored on a tangiblestorage medium, such as: a magnetic medium such as a disk or tape; amagneto-optical or optical medium such as a disk; or a solid statemedium such as a memory card or other package that houses one or moreread-only (non-volatile) memories, random access memories, or otherre-writable (volatile) memories. Accordingly, the invention isconsidered to include a tangible storage medium, as listed herein andincluding art-recognized equivalents and successor media, in which thesoftware implementations herein are stored.

Although the present specification describes components and functionsimplemented in the embodiments with reference to particular standardsand protocols, the invention is not limited to such standards andprotocols. Each of the standards, including standards for the IVRsystem, represent examples of the state of the art. Such standards areperiodically superseded by faster or more efficient equivalents havingessentially the same functions. Accordingly, replacement standards andprotocols having the same functions are considered equivalents.

1. A method of sequentially presenting instructions in a telephone callplaced to an interactive voice response system (IVR) of a customerservice center, comprising: receiving a call from a caller; presenting amain menu comprising a plurality of messages to the caller, each mainmenu message representing a procedure; prompting the caller to selectfrom one of the main menu messages; presenting a sequence ofinstructions to the caller according to a selection by the caller, eachinstruction identifying a task to be performed by the caller that isdistinct from interaction with the IVR system, wherein the taskscollectively constitute the procedure; automatically pausing thesequence of instructions after each instruction for a predeterminedamount of time so as to permit the caller to perform the task identifiedin an instruction; querying the caller after each instruction as towhether the caller has performed the task identified in the instruction;and transferring the call from a position in the sequence ofinstructions to a service representative and transferring the call backto the position in the sequence of instructions.
 2. The method accordingto claim 1, further comprising periodically re-presenting theinstruction to the caller until the caller indicates that the caller hasperformed the task identified in the instruction.
 3. The methodaccording to claim 2, further comprising transferring the caller to aservice representative after the instruction has been re-presented tothe caller for a predetermined number of times.
 4. The method accordingto claim 1, further comprising pausing the sequence of instructions inresponse to a command by the caller to pause the sequence ofinstructions.
 5. The method according to claim 1, further comprisingpresenting a summary of the sequence of the instructions to the callerimmediately after the caller's selection.
 6. The method according toclaim 1, further comprising presenting a summary of the sequence of theinstructions to the caller after the sequence of instructions has beenpresented to the caller.
 7. The method according to claim 1, furthercomprising presenting a summary of the sequence of the instructions tothe caller immediately after the caller's selection and after thesequence of instructions has been presented to the caller.
 8. The methodaccording to claim 1, further comprising presenting a previouslypresented instruction to the caller in response to an indication by thecaller that the caller has not performed the task identified in thepreviously presented instruction.
 9. The method according to claim 1,further comprising presenting additional information associated with theinstruction in response to a request by the caller for additionalinformation followed by recommencing the sequence of instructions. 10.The method according to claim 1, further comprising querying the callerafter the caller indicates that the caller has performed a taskidentified in the instruction as to whether the task identified in theinstruction was performed correctly.
 11. The method according to claim10, further comprising re-presenting the instruction to the caller inresponse to an indication by the caller that the task identified in theinstruction was not performed correctly.
 12. The method according toclaim 1, further comprising querying the caller as to whether theprocedure was performed correctly.
 13. The method according to claim 12,further comprising re-presenting the sequence of instructions inresponse to an indication by the caller that the procedure was notperformed correctly.
 14. The method according to claim 1, furthercomprising re-presenting a previously presented instruction to thecaller in response to a command by the caller to receive a previouslypresented instruction.
 15. The method according to claim 1, furthercomprising re-presenting a previously presented instruction to thecaller, as requested by the caller during a recitation of previouslypresented instructions.
 16. The method according to claim 1, furthercomprising presenting the caller with troubleshooting information inresponse to a request by the caller for troubleshooting information. 17.A method of sequentially presenting instructions in a telephone callplaced to an interactive voice response system (IVR) of a customerservice center, comprising: receiving a call from a caller; presenting amain menu comprising a plurality of messages to the caller, each mainmenu message representing a procedure; prompting the caller to selectfrom one of the main menu messages; presenting a sequence ofinstructions to the caller according to a selection by the caller, eachinstruction identifying a task to be performed by the caller that isdistinct from interaction with the IVR system, wherein the taskscollectively constitute the procedure; automatically pausing thesequence of instructions after each instruction for a predeterminedamount of time so as to permit the caller to perform the task identifiedin an instruction; querying the caller after each instruction as towhether the caller has performed the task identified in the instruction;and transferring the call from a position in the sequence ofinstructions to a service representative and transferring the call backto a location in the sequence of instructions other than the position.18. A telecommunications system for receiving telephone calls at acustomer service center, said telecommunications system comprising: aninteractive voice response (IVR) unit that presents a main menucomprising a plurality of messages to a caller, presents a sequence ofinstructions to the caller, automatically pauses the sequence ofinstructions after each instruction by a predetermined amount of time soas to permit the caller to perform a task identified in an instructionthat is distinct from interaction with the IVR, and queries the callerafter each instruction as to whether the caller has performed the taskidentified in the instruction; and a component that transfers a callfrom a position in the sequence of instructions to a servicerepresentative and transfers the call back to the position in thesequence of instructions, wherein each main menu message represents aprocedure and each instruction identifies a task to be performed by thecaller.
 19. A telecommunications system for receiving telephone calls ata customer service center, said telecommunications system comprising: aninteractive voice response (IVR) unit that presents a main menucomprising a plurality of messages to a caller, presents a sequence ofinstructions to the caller, automatically pauses the sequence ofinstructions after each instruction by a predetermined amount of time soas to permit the caller to perform a task identified in an instructionthat is distinct from interaction with the IVR, and queries the callerafter each instruction as to whether the caller has performed the taskidentified in the instruction; and a component that transfers a callfrom a position in the sequence of instructions to a servicerepresentative and transfers the call back to a location in the sequenceof instructions other than the position, wherein each main menu messagerepresents a procedure and each instruction identifies a task to beperformed by the caller.
 20. A tangible computer readable medium forstoring a computer program executable by a computer that processes atelephone call in an interactive voice response (IVR) system, saidmedium comprising: a presenting code segment that presents a main menuincluding a plurality of messages to a caller and presents a sequence ofinstructions to the caller, each instruction identifying a task distinctfrom interaction with the IVR system; a pausing code segment that pausesthe sequence of instructions after each instruction for a predeterminedamount of time so as to permit the caller to perform a task identifiedin an instruction; a querying code segment that queries the caller aftereach instruction as to whether the caller performed the task identifiedin the instruction; and a transferring code segment that transfers thecall from a position in the sequence of instructions to a servicerepresentative and transfers the call back to the position in thesequence of instructions.
 21. A tangible computer readable medium forstoring a computer program executable by a computer that processes atelephone call in an interactive voice response (IVR) system, saidmedium comprising: a presenting code segment that presents a main menuincluding a plurality of messages to a caller and presents a sequence ofinstructions to the caller, each instruction identifying a task distinctfrom interaction with the IVR system; a pausing code segment that pausesthe sequence of instructions after each instruction for a predeterminedamount of time so as to permit the caller to perform a task identifiedin an instruction; a querying code segment that queries the caller aftereach instruction as to whether the caller performed the task identifiedin the instruction; and a transferring code segment that transfers thecall from a position in the sequence of instructions to a servicerepresentative and transfers the call back to a location in the sequenceof instructions other than the position.
 22. The tangible computerreadable medium according to claim 21, wherein the presenting codesegment periodically re-presents the instruction to the caller until thecaller indicates that the caller has performed the task identified inthe instruction.
 23. The tangible computer readable medium according toclaim 22, further comprising a transferring code segment that transfersthe call to a service representative after the instruction has beenre-presented to the caller for a predetermined number of times.
 24. Thetangible computer readable medium according to claim 21, wherein thepausing code segment pauses the sequence of instructions in response toa command by the caller to pause the sequence of instructions.
 25. Thetangible computer readable medium according to claim 21, wherein thepresenting code segment presents a summary of the sequence of theinstructions to the caller immediately after a menu selection by thecaller.
 26. The tangible computer readable medium claim according toclaim 21, wherein the presenting code presents a summary of the sequenceof the instructions to the caller after the sequence of instructions hasbeen presented to the caller.
 27. The tangible computer readable mediumaccording to claim 21, wherein the presenting code segment presents asummary of the sequence of the instructions to the caller immediatelyafter a menu selection by the caller and after the sequence ofinstructions has been presented to the caller.
 28. The tangible computerreadable medium according to claim 21, wherein the presenting codesegment presents a previously presented instruction to a caller inresponse to an indication by the caller that the caller has notperformed the task identified in the previously presented instruction.29. The tangible computer readable medium according to claim 21, whereinthe presenting code segment presents additional information associatedwith the instruction in response to a request by the caller foradditional information followed by recommencing the sequence ofinstructions.
 30. The tangible computer readable medium according toclaim 21, wherein the querying code segment queries the caller, afterthe caller indicates that the caller has performed the task identifiedin the instruction, as to whether the task identified in the instructionwas performed correctly.
 31. The tangible computer readable mediumaccording to claim 30, wherein the presenting code segment re-presentsthe instruction to the caller in response to an indication by the callerthat the task identified in the instruction was not performed correctly.32. The tangible computer readable medium according to claim 21, whereinthe querying code segment queries the caller as to whether the procedurewas performed correctly.
 33. The tangible computer readable mediumaccording to claim 32, wherein the presenting code segment re-presentsthe sequence of instructions to the caller in response to an indicationby the caller that the procedure was not performed correctly.
 34. Thetangible computer readable medium according to claim 21, wherein thepresenting code segment re-presents an instruction to the caller inresponse to a command by the caller to receive a previously presentedinstruction.
 35. The tangible computer readable medium according toclaim 21, wherein the presenting code segment re-presents a previouslypresented instruction to the caller, as requested by the caller during arecitation of previously presented instructions.